Consultant, Technology Support Jobs

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

As a Consultant, Technology Support, you will join CIBC’s Technology department to ensure problem management operational procedures are followed in accordance to the Enterprise Problem Management standard, principle and process. You will work with other members of the Problem Management team as well as other Infrastructure resources, Application resources and external service providers to perform analysis on specific incidents to produce a post mortem and identify root cause to eliminate the underlying cause of incidents. As well, you will also manage and track the progress of problem actions and report/identify problem trends within the environment.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed

• Communication & Collaboration – Ability to coordinate a large groups of technical resources during root cause analysis maintain control of conference calls. Ability to understand customer needs and expectations to provide excellent service . Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner. You have the ability to interact with and influence people/groups of widely varying disciplines and backgrounds.
• Problem Solving - Develop creative and innovative approaches and solutions to high-level tactical and systemic technology issues and concerns. Recommended approaches/solutions that potentially have moderate to significant positive impact on client satisfaction and financial results. Managing very senior internal and external relationships with technology groups, to promote acceptance and implementation of solutions to remove or reduce technology risk.
• Post Mortems/Root Cause Analysis – Facilitate discussion with various technology teams, who were involved in a major incident, to identify root cause and understand if there were any contributing factors through the life of the incident. Identify what is required to eliminate the root cause or document repeatable work around methods as a temporary solution.
• Leadership & Accountability – Function as the Problem Manager for problem tickets and has overall responsibility for the problem through its lifecycle. Accountable to ensure that all Technology teams follow the problem management process for every post mortem. Manage, monitor and track all problem records and tasks and escalate and report on late items.

Who You Are

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
• Analytical & Tech Savvy. You have a high level understanding of various technologies. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
• You bring knowledge to the team: you have a Bachelor's degree or equivalent degree in Computer Science, Engineering, or a related field. You also have minimum 5 years of experience in Enterprise Problem Management or similar role, and certified on ITIL Foundation or expert.
• You can demonstrate experience in: running Post Mortems and Root Cause Analysis in a large, complex enterprise environment; experience with IT process, related industry best practice frameworks and standards and have the ability to manage multiples priorities concurrently.
• Your influence makes an impact: Strong communication and leadership skills, excellent organization skills and attention to detail. Ability to collaborate and identify/resolve conflicts or barriers to effective teamwork.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best. You have the the ability to multi-task and make sound judgments in a fast-paced, high stress environment.

What CIBC Offers

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

What You Need To Know

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

Job Location

Toronto-81 Bay, 16th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Facilitation, Organizing, People Management, Prioritization, Problem Solving, Teamwork